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September 2025 by Noah Cohen
I showed up on time for my pickup and they told me that my booking was cancelled because of a lack of vehicles. It seems like they cancelled the majority of the bookings that day. I was told that they tried to contact me, but I didn’t receive any call. I’m a Gold Plus Rewards member and generally only pickup from the airport. Big mistake trying to rent from this office. John was particularly unhelpful. They would not allow me to make a booking then and there or call the other location a 20 minute walk away. Extremely dissapointing because my company is loyal to Hertz.
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September 2025 by Alejandro Villanueva
I arrived to return the car at this station at 12:01, when the return time was 12:00. I completely understand it was my mistake to be 60 seconds late. However, what really bothered me was the attitude of the staff member. They were unfriendly and unhelpful, simply showing me their phone screen with the time “12:01” instead of explaining the next steps. Rather than assisting, they just mocked the fact that I arrived one minute late. Very disappointing customer service.
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September 2025 by Travis Beard
Tried to charge me for 12 Gallons at 11$ a gallon.
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September 2025 by Kimberly Pinon
Terrible service!
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September 2025 by Ronnetta Guy
By far the WORST.!!! At this point any HERTZ I would never do business with them again I don't care if God personally came down and told me to!!!!!!
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August 2025 by Fitz Lassing
The store called me 18 hours before my rental car pickup to inform me that no car was available. They then referred me to customer service where after an hour or so on the phone I was told that I could pick up the same car over an hour away for more than 2x the price I had booked at initially. We opted instead to cancel, and after reaching out regarding the refund I was told that the situation wasn't covered by the refund policy. Honestly feel like I'm being pranked at this point but will never book Hertz or Dollar again.
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August 2025 by Tirumaleswara Rao Gudivada
Hassle-free booking, picking up, and returning (even at a different location). The charges are clearly mentioned ahead and so I could plan and expect what I am going to pay. The return process was super simple and allowed to return at a different location than pickup location. It saved us a lot of time and money.
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August 2025 by Jennifer Crespo
I was running late for a pick-up so I called the office and spoke with Alex, who was so helpful and very accommodating and made sure my reservation was available when I arrived. Customer service at this location was friendly and patient. Thank you, Alex!
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August 2025 by Sonya Jackson
This morning I called Hertz Rental Car and had a very disappointing experience. I was placed on hold for over 15 minutes, and when Alex finally answered, the first thing he said was, “Hello, hold please,” without even asking if I was able to hold.
When Alex came back on the line, I explained that my insurance company had already sent over all the necessary information and that I just needed to be picked up from the body shop. Alex told me they no longer offered that service since COVID and that I would need to come in myself. I tried to clarify that a young lady had previously set up an appointment for me, including arranging a ride, but I had to cancel at the time because the body shop wasn’t ready for my vehicle.
Instead of listening, Alex cut me off, raised his voice, and told me that if anyone had arranged an Uber or Lyft, I should “call and thank them” because it was not something the company provides. When I asked to speak with someone else—since my earlier interaction with the young lady had been professional—Alex refused and said he was the manager, and I could only speak with him. This man had a whole meltdown while speaking with me on the phone. The threatened to cancel my reservation because I was disrespectful
The entire conversation felt disrespectful, unprofessional, and dismissive. Customers should never be treated this way, especially when they’re already dealing with the stress of an accident. I chose to take my business elsewhere and cannot recommend this location based on my experience.
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August 2025 by Felix Garrido
NEVER AGAIN ! HERTZ HAS LOST ME AS A CUSTOMER
The AI summary is right on: “cars can be unavailable even with a reservation and wait times can be long”. I made a reservation on a Sunday morning, then went to pick up the vehicle the next day at 11:00am. After waiting in line for about 30 mins the desk attendant told me exactly what the summary states: “we do not have a car for you at the moment and because you reserved just a day in advance you will have to wait at least 2-3 more hours until rentals come back and MAYBE you will get a car.” He stopped just short of saying that I should pray as well. Of course I left and rented a car somewhere else while dealing with hotel checkout, lots of luggage and a 3-year old daughter.
No need to go into the gory details, but in summary:
THIS EXPERIENCE RUINED THE FIRST DAY OF VACATION FOR MY WHOLE FAMILY
THIS EXPERIENCE COST ME A LOT OF EXTRA MONEY
I DID NOT RECEIVE ANY FORM OF WARNING, NO COMMUNICATION IN ADVANCE
I WAS NOT OFFERED ANY KIND OF REAL SOLUTION
NEVER AGAIN !
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August 2025 by Hagit Belfer
We returned our vehicle to this location. No employees to guide you and we ended up parking on the top floor of the garage. We returned the vehicle on time and with a full tank and almost immediately they charged us for $75 fuel surcharge. It is just easier than sending an employee to actually check the car. It took 2 emails with photos of fuel receipt to finally get an email about a credit. We will never deal with this location again
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August 2025 by Bowen Fan
Did not receive a car with reservation. The staff was rude and sharp. Worst Hertz experience ever got.
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July 2025 by Martin Frobisher
Very convenient location a short walk from our hotel in Streeterville. There was a line when we arrived, but not long, and except for one group who didn't seem to be able to produce a working credit card, the three agents moved everyone along briskly. Our agent, I think his name is Tai, was personable, well-spoken and efficient. We got our car, used it for a day and returned it. Because this is in the middle of the city, and not at a dedicated location like an airport, parking takes a few minutes when you return your car, mostly driving up the ramp (we ended up parking on the 10th Floor). We rent cars in cities and this was not bad at all. Took the elevator down to the office, handed Tai the keys, and we were on our way.
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July 2025 by Heather Donaldson
Alex is an outstanding employee! This seems like a super busy location.. he was juggling all the customers waiting for cars, late return of calls, phone calls with no problem. He worked hard to get everyone in a vehicle, happy and on the road as quickly as possible.
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July 2025 by Karen Rinedollar
We had a disappointing experience with the downtown Chicago Hertz location. We returned our car on Friday afternoon before 4:00 PM. Upon entering the return garage, there were no visible Hertz employees to assist us. As we pulled into a stall to figure out next steps, a man with no Hertz identification approached and immediately began yelling at us. When we asked if he worked for Hertz, he responded with sarcasm and still offered no ID or badge.
Concerned, I walked to their street-level office. Only one person inside had any kind of Hertz uniform or name tag. He assured me that the man in the garage was indeed a Hertz employee and that it was fine to leave our keys with him. We followed his instructions.
Despite returning the car well before the deadline on Friday, the return was not processed until Monday — and now we are being charged for five days instead of three. I’ve tried calling the location directly, but no one answers. Customer service at Hertz routed us to an online form, which feels like shouting into the void rather than getting real help.
Overall, this location is disorganized, unprofessional, and frustrating to deal with. Even if it's conveniently located, I’d strongly recommend choosing another Hertz branch — or a different rental company altogether.
